Customer Support, Operations Specialist

Customer Support, Operations Specialist Jobs in San Francisco, CA at BetterUp

Title: Customer Support, Operations Specialist

Company: BetterUp

Location: San Francisco, CA

Let’s face it, a company whose mission is human transformation better have some fresh thinking about the employer/employee relationship.

We do. We can’t cram it all in here, but you’ll start noticing it from the first interview.

Even our candidate experience is different. And when you get an offer from us (and accept it), you get way more than a paycheck. You get a personal BetterUp Coach, a development plan, a trained and coached manager, the most amazing team you’ve ever met (yes, each with their own personal BetterUp Coach), and most importantly, work that matters.

This makes for a remarkably focused and fulfilling work experience. Frankly, it’s not for everyone. But for people with fire in their belly, it’s a game-changing, career-defining, soul-lifting move.

Join us and we promise you the most intense and fulfilling years of your career, doing life-changing work in a fun, inventive, soulful culture.

If that sounds exciting—and the job description below feels like a fit—we really should start talking.

We are looking for a Customer Support Operations Specialist to help drive our efforts to support, nurture, and delight our growing network of coaches, companies, and members at scale. Our ideal candidate has exceptional professional interpersonal skills, a passion for exceeding customer expectations, a deep sense of ownership, and an entrepreneurial spirit. He or she is energized by the opportunity to collaborate across multi-functional teams and to interact directly with our coaches and BetterUp members. This person is positive, resourceful, and curious – where others see problems, they see solutions and opportunities.

What You’ll Do

Responsible for the day-to-day configuration, support and maintenance of our Zendesk account, as well as other customer support tools, to advance the Support Team in its ability to provide outstanding customer experiences

Act as a point of contact for day-to-day operations within our support tools, notably Zendesk, working through feature requests, updates, and maintenance of our accounts

Play a critical role in the success of Customer Support Operations by working with members of the leadership team to analyze and find opportunities to leverage our support tools and find opportunities for efficiency and improvements

Support the creation and socialization of meaningful customer insights through support data and reports to improve operational efficiency and influence the future of our product and services

Collaborating internally and with our cross-functional teams to ensure excellent experiences for our customers

You have both customer service experience and knowledge of the support process, with a strong interest in operations and a knack for optimizing how we support our customers

If you have some or all of the following, please apply:

2+ years of experience in customer support

1-2 years of Zendesk or similar Help Desk administration experience

Excellent analytical, collaborative, and creative problem-solving skills

A data whiz who can turn customer insights into strategic recommendations through reports and presentations

An understanding of product development process and cycles

Outstanding written and verbal communication skills, with a unique ability to collaborate across diverse audiences – is equally comfortable problem solving with engineers and communicating solutions to coaches and members

You are a strong executor who is highly organized, …